Homepage of Wyean Chan

Wyean Chan
PhD graduate in computer science at Université de Montréal
email : chanwyea <at> iro <dot> umontreal <dot> ca
My PhD advisor: Pierre L'Ecuyer

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CCOptim : Call Center Optimization Java Library

CCOptim : Call Center Optimization Software in Java (version 2, latest version).

Go here for the old version 1 (that I did for my master's project).


Online Erlang Formula Calculators

The Erlang formula, implemented in the software CCOptim can be used online:

You can use the Erlang formulas to compute the performance measures (such as the service level, delay probability, average waiting time or abandonment ratio) of a queueing system.


Call Center Staffing Optimizer with GUI

Go HERE.

This program optimizes the staffing of a call center with 1 agent group and many periods. It minimizes the number of agents per period while satisfying constraints on the service levels and average waiting times.


Other Software for Call Centers

Visit http://simul.iro.umontreal.ca to check the other software for call centers (or contact centers) developed at our lab.


Ma thèse de doctorat (my Ph.D. dissertation)

Titre: Optimisation des horaires des agents et du routage des appels dans les centres d'appels
(translation: Agent scheduling and call routing optimization for call centers)
Résumé, Abstract
pdf icon Ma thèse en français (in French).

Mon mémoire de maîtrise (my master's thesis)

Titre: Optimisation stochastique pour l'affectation du personnel polyvalent dans un centre d'appels téléphoniques
(translation: Stochastic optimization of the staffing in multi-skill call centers)
Résumé, Abstract
pdf icon Mon mémoire en français (in French).

Publications

W. Chan, T. A. Ta, P. L'Ecuyer, and F. Bastin. 2016.
Two-stage chance-constrained staffing with agent recourse for multi-skill call centers.
Proceedings of the 2016 Winter Simulation Conference, 3189-3200. [Article]

M. Thiongane, W. Chan, and P. L'Ecuyer. 2016.
New history-based delay predictors for service systems.
Proceedings of the 2016 Winter Simulation Conference, 425-436. [Article]

M. Thiongane, W. Chan, and P. L'Ecuyer. 2015.
Waiting time predictors for multi-skill call centers.
Proceedings of the 2015 Winter Simulation Conference, 3073-3084. [Article]

W. Chan, G. Koole, and P. L'Ecuyer. 2014.
Dynamic call center routing policies using call waiting and agent idle times.
Manufacturing and Service Operations Management, 16 (4), 544-560. [Article] [Appendix]

A. N. Avramidis, W. Chan, M. Gendreau, P. L'Ecuyer, and O. Pisacane. 2010.
Optimizing Daily Agent Scheduling in a Multiskill Call Center.
European Journal of Operations Research, 200 (3), 822-832. [Article] [Appendix]

A. N. Avramidis, W. Chan, and P. L'Ecuyer. 2009.
Staffing multi-skill call centers via search methods and a performance approximation.
IIE Transactions, 41, 483-497. [Article] [Appendix]

E. Buist, W. Chan, and P. L'Ecuyer. 2008.
Speeding up Call Center Simulation and Optimization by Markov Chain Uniformization.
Proceedings of the 2008 Winter Simulation Conference, 1652-1660. [Article]